Professional service, expert advice and welcoming personal touch

The Gray House is an independently owned and run agency which means we can devote our time to you with relocation advice and a professional move in service.

Tenant Fees?

There are a number of permitted tenant fees that may become payable during your tenancy. Please click here to view these details. It is important you view this information prior to making a decision to proceed with a property.

We have flexibility to book viewings around office hours Monday to Friday and we also offer viewings on Saturdays.

There are various ways to make an appointment:-

  • Call us – 029 2069 2222
  • Email us – info@thegrayhouse.co.uk
  • Book via Facebook, Instagram or Twitter using our social media tag @thegrayhouseltd
  • Make a property enquiry directly through Rightmove

The wellbeing of our staff and clients is our main priority and we are taking precautionary measures to minimise any risks.
We are following all government advice and ensuring we implement the latest hygiene practices within the business.
There have been a number of mandatory changes to the way in which viewings are undertaken following government restrictions that are being imposed to lower the risk of contracting or spreading the virus.

The following procedures have been put in place in an effort to control the risk of being infected and infecting others:-

  • Applicants may be asked to undertake a virtual viewing prior to attending a physical viewing in person. This minimises the risk of contact and exposure and ensures we are only dealing with tenants that feel the property is right for them.
  • Prior to being offered any physical viewing, applicants will be asked to complete a short confidential online questionnaire.
  • Attendance at any property viewing will be restricted to our negotiator and one of the following:
    One adult or two adults from the same household
    *We respectfully ask that children do not attend viewings until further notice*
  • Upon arrival to a pre-arranged physical viewing you will find all doors open, lights turned on and surfaces / handles pre-sanitised where possible
  • Staff will be equipped with PPE including disposable gloves and a face mask which will be worn for the duration of the viewing.
  • You will be asked to provide and wear your own mask for the viewing and not to touch and surfaces or handles.
  • We will provide sanitizing wipes and hand sanitizer for viewers who will be invited to use them.
  • During the viewing, the 2 meter distance rule must be adhered to at all times for the safety of our staff and as well and the public.
  • Applicants should be aware that we reserve the right to cancel any viewing at very short notice if our staff have reason to believe there is a risk to themselves or the applicant.
  • After the viewing, our negotiators will carry out a further sanitise of all handles and surfaces.

You must provide the following with your application. Failure to do so or any delay in us receiving this information could affect your ability to apply for the property:-

*Original Photographic Identification – this must be a passport, National ID card, VISA, resident permit and/or full driving licence.

 Proof of current address – this can be a utility bill, council tax demand or bank statement all of which much be less than 3 months old. We cannot accept phone bills or insurance or medical documents as proof of address.

Acceptance of any application will be subject to contract, satisfactory tenant and, if applicable, guarantor referencing in addition to any necessary Right to Rent checks if required.

The need for a guarantor will depend on many things such as the strength of your application, history of renting and your employment details.

Where a guarantor is required, they will need to complete their own application and provide photographic identification and proof of address as identified above.

Guarantors must be UK based, have sufficient income to cover the rent and a clean credit check.

Acceptance of any application will be subject to contract, satisfactory tenant and, if applicable, guarantor referencing in addition to any necessary Right to Rent checks if required.

Tenants should be aware that referencing checks include the following where appropriate:-

  1. A ‘soft’ credit check is undertaken but this does not appear not your credit file and will not affect your credit rating. We check for any CCJ’, IVA’s or poor credit rating. Detrimental credit could negatively affect the outcome of your referencing.
  2. If you are currently renting or have rented in the recent past, a current and/or previous landlord reference will be required so that we can confirm the rent was paid on time and the property maintained satisfactorily.
  3. An employer’s reference will be required to confirm salary, length of employment and any probation period which could affect your ability to commit to the tenancy term.
  4. Affordability checks will be undertaken to ensure you have sufficient funds to cover the rent for the duration of the tenancy term.

If your property is managed by The Gray House and you need to report a repair or maintenance issue there are various ways you can get in touch

Routine repairs will be dealt with during normal office hours:-

Monday, Tuesday & Wednesday
9:30 to 17:30

9:00 to 18:00

9:30 to 17:00

9:00 to 13:00

We are closed Sundays.

For any emergency repairs or requests outside of normal office hours please call:-

07541 024 200


The following will be classed as an emergency and we aim to react to within 24 hours:-

  • No heating/ hot water
  • No electric (unrelated to the main network)
  • Sever water leaks
  • Sewage problems (blockages caused by tenant misuse such as nappies/ facial wipes and other non permitted objects being flushed down the toilet will be directly chargeable to and payable by the tenant)
  • Security issues (excluding lost keys, you will have to instruct your own locksmith at your expense and provide a spare key to the office if you have become locked out and the office is closed)

Registered Office Address

The Gray House Lettings & Property Management Limited
Birchgrove House
102-104 Caerphilly Road
CF14 4AG

029 2069 2222

(Registered in England & Wales)
Company Reg. 12501954
VAT No: 349 1273 90